Director of Retention & Lifecycle

About iRESTORE Laser

At iRESTORE, our mission is to restore confidence by providing safe and effective solutions for improving health and beauty. As we continue to scale, we recognize the critical role of retention and lifecycle marketing in driving sustainable growth, maximizing Monthly Recurring Revenue (MRR), and building long-term customer loyalty.

We are looking for a Director of Retention & Lifecycle to take ownership of our email, SMS, and subscription programs, ensuring we engage, retain, and maximize the value of every customer.

This is a high-impact leadership role requiring someone with deep expertise in scaling subscription programs, reducing churn, and optimizing lifecycle marketing strategies. The right candidate will be data-driven, highly strategic, and execution-focused, with a proven ability to drive revenue through best-in-class retention initiatives.

About The Position

The Director of Retention & Lifecycle will be responsible for building and executing strategies to scale iRestore’s subscription program, increase MRR, and drive customer retention across all lifecycle channels.

This person will lead the retention marketing team, overseeing email, SMS, and subscription growth initiatives while collaborating with Growth, Creative, Product, and Customer Experience teams to enhance the overall customer journey.

This role is ideal for someone who thrives in data-driven marketing, has deep knowledge of subscription businesses, and knows how to build retention strategies that maximize customer LTV.

What you’ll do:

• Build & Scale iRestore’s Subscription Growth Strategy
  • Own and develop a data-driven subscription strategy to increase Monthly Recurring Revenue (MRR) while improving retention.
  • Identify and optimize key moments in the customer lifecycle to improve conversion to subscription and reduce churn.
  • Partner with the Product, Growth, and CX teams to improve the overall subscription experience, including onboarding, billing, upsells, and retention mechanics.
  • Continuously refine pricing strategies, promotional offers, and retention tactics to maximize subscriber LTV.
• Oversee Email, SMS, & Lifecycle Marketing
  • Own and optimize Klaviyo (email), Postscript (SMS), and Skio (subscriptions) to ensure cohesive messaging and automation across all lifecycle touchpoints.
  • Develop and implement high-impact email and SMS flows, including welcome series, post-purchase nurturing, subscription onboarding, and churn prevention sequences.
  • Build personalized lifecycle marketing campaigns based on customer behaviors, past purchases, and segmentation insights.
  • Ensure email & SMS marketing strategies are fully aligned with iRestore’s growth & retention KPIs.
• Improve Retention, Churn Reduction & LTV
  • Develop churn reduction initiatives to increase subscription retention rates and maximize overall customer lifetime value (LTV).
  • Identify and optimize key drop-off points in the subscription funnel and implement A/B testing strategies to improve retention.
  • Analyze customer cohorts and churn data to develop high-impact win-back strategies.
  • Work closely with CX and Product teams to gather customer feedback and implement retention-driving improvements.
• Lead & Develop the Retention Team
  • Directly manage and mentor the Senior Growth Manager, Retention & Lifecycle to execute world-class retention strategies.
  • Establish KPIs, goals, and performance tracking to measure the effectiveness of lifecycle & subscription initiatives.
  • Develop a testing roadmap to continuously improve retention and drive incremental revenue growth.
• Cross-Functional Collaboration & Strategic Leadership
  • Align with Growth, Paid Media, Performance Creative, and Product teams to ensure a seamless customer journey from acquisition to retention.
  • Work with Creative & Design teams to develop engaging lifecycle marketing assets that drive subscriber engagement.
  • Partner with Customer Support (CX) and Operations teams to optimize subscription experiences (billing, renewals, cancellation flow).
  • Regularly present insights, reports, and recommendations to executive leadership on retention performance and growth opportunities.

The ideal candidate has:

• 7+ years of experience in retention, lifecycle marketing, or CRM, with a strong focus on subscription businesses and DTC eCommerce.
• Proven track record of scaling and optimizing subscription programs, with measurable success in increasing MRR and reducing churn.
• Strong expertise in email marketing, SMS marketing, and lifecycle automation, with experience managing tools like Klaviyo, Postscript, and Skio (or Recharge).
• Highly analytical, with experience using data-driven insights to optimize LTV, AOV, retention rate, and churn metrics.
• Cross-functional leadership experience, collaborating with teams across Growth, Product, Creative, and CX.
• A strategic mindset with the ability to execute high-impact campaigns and experiments to drive revenue.
• Experience in cohort analysis, segmentation strategies, and retention-focused personalization.
• Strong leadership and team management experience, with a track record of developing high-performing teams.

Our Core Values and what we built our culture around:

• WE THINK BIG: We have a forward-thinking, growth mindset and always consider the big picture in our decisions
• PROACTIVE PROBLEM SOLVER: We use our problem-solving and analytical skills to make data-informed decisions
• WE ARE COMFORTABLE BEING UNCOMFORTABLE: We work together to iron out improvements or changes to achieve goals
• OPEN & HONEST COMMUNICATION/FEEDBACK: We communicate and share feedback with each other with radical candor and transparency
• CONTINUOUS LEARNING & IMPROVEMENT: We are always improving the way we work and challenging each other to bring new ways of thinking to the table
• PASSIONATE ABOUT WHAT WE DO: We strive to motivate and empower each other to contribute to a positive team culture

Competitive Compensation and Benefits:

• Competitive compensation, including performance-based bonus
• Unlimited PTO
• Flexible schedule
• Healthcare (medical, dental & vision) fully covered
• Gym membership credit – your physical and mental health is super important
• Kindle/Audible credits – We really value lifelong learning and personal development
• Free iRESTORE Products! (In case you or someone you love is losing hair)
• Paid maternity/paternity leave
• Work anywhere / remote job